G. Lynn Shostack

G. Lynn Shostack is best known for her contributions to service design and marketing. In the 1980s, she introduced the concept of “service blueprinting,” a method used to visualize and improve service processes. This technique helps businesses identify inefficiencies and enhance customer experiences by mapping out the interactions between customers, employees, and systems. Shostack emphasized the importance of understanding both the tangible and intangible components of services, which has influenced how companies design and deliver their services to meet customer needs effectively. Her work has had a lasting impact on service-oriented industries.